Our business is a computer parts manufacturer and marketer. We specialize in graphic cards for high-end gamers and individuals who work in graphic design. With over 25 different products, updates, and global clients; our customer service email and phone lines for support are usually quite busy. A flowchart helps us understand who and what are necessary to provide excellent customer satisfaction.
Flowcharting
Customer Service Help Desk Flowchart -- Our business is a computer parts manufacturer and marketer. We specialize in graphic cards for high-end gamers and individuals who work in graphic design. With over 25 different products, updates, and global clients; our customer service email and phone lines for support are usually quite busy.
Process Explanation:
Two methods of technical customer service issues are used: phone calls and email.
If emailed, system generates automatic work ticket which is then set to first level customer service.
If phone, manual ticket is generated
In both cases, issue is acknowledged via email of voice.
If issue is simple and can be solved by Level 1 Customer Service then once solved a completion ticket is completed and solution acknowledged to client
If solution is not simple, ticket is elevated to Level 2 -- Technical Support.
If tech support can solve the issue it is completed, a completion ticket done and solution acknowledged to the client
8. If tech support cannot solve the issue; ticket is elevated to Supervisor level
9. Supervisor analyzes the issue and has two paths.
10. Path 1 -- Solution can be done in house, supervisor instructs tech on solution.
11. Path 2 -- Solution cannot be done in house, and required outside help.
12. If Path 1 is chosen, tech support works on the problem based on supervisor's instruction.
13. Issue solved and completion ticket done, acknowledged to client
14. Issue not solved, goes back to supervisor for Path 2
15. Customer advised of elevation of issue, time delay, and given instructions to ship unit to facility.
16. Once unit arrives, ticket matched up
17. Unit then sent to outside sources for repair
18. Once unit is returned, it is tested; if fixed, customer informed and unit sent back to client
19. If still not repaired issue is re-elevated to supervisor for new solution.
Step Analysis
Step
What?
Who?
Technology?
Policies and Rules
Information
Metric
1
Call or Email arrives.
Customer
If email, computer system.
Attempt to keep hold time under 3 minutes.
Customer explanation
Time on hold and time to acknowledge email
2-3
Generation of ticket from email or phone call
Customer Service or System
Computer System
n/a
Customer explanation of issue
Friendly courteous service
4
Acknowledge issue
Customer Service or System
Computer System
Friendly courteous service
Redescribe issue with client to ensure understanding
Friendly courteous service
5
Simple issue solved
Customer Service
Manuals, internet, training
Training used
Solution oriented
Solved within 5 minutes and 1 call or email
6
Not simple solution, must elevate
Customer Service transfers caller
Computer and phone system
Training used
Explanation to tech support
Friendly courteous service
7
Tech support solves
Tech support
Computer, manuals, internet, training
Training Used
Solution oriented
Solved within 10 minutes and 1 transfer
8-9
Tech support cannot solve, elevate to supervisor
Tech support and supervisor analysis of issue
Manuals
Training used
Solution oriented
Ability to solve in-house
10
Path 1
Supervisor
Tech Support
Manuals, experience
Training Used
Ability to solve
Ability to solve in-house
11
Path 2
Supervisor
Experience, needs hardware
Uses outside source
Ability to solve
CSvc, satisfaction, networking
12
Path 1 chosen
Tech support works on issue
Manual, internet, computer
Solves issue based on training
Ability to solve
Solution in house
13
Path 1 solution done
Tech support develops completion ticket
Computer
Solves issue based on training
Ability to solve
Customer satisfaction
14
Path 2- not solved
Supervisor
Computer
Explains to client that unit must be mailed in Ability to empathize
Customer satisfaction
15
Customer advised of issue and instructions
Supervisor and customer
Computer
Client mails in hardware
Timeliness
n/a
16
Unit arrives, ticket matched up
Customer Service
Computer, internal documents
Unit sent to outside source
Time for repair
Time and condition of repair
17
Unit sent out for repair
Customer service, other vendor
Computer
Unit sent
Repair time and condition
Time and condition of repair
18
Unit returned from vendor
Customer service tests
Computer
If OK, ticket created and issue closed
Time and service
Customer satisfaction
19
Unit returned from vendor
Customer service tests
Computer
If not OK, resend to supervisor
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